Technical Service Lead (Australia)

Prism+; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

A rapidly growing electronics company in Malaysia seeks a Technical Service Lead to facilitate RMA operations and support customer service excellence. The ideal candidate will possess strong technical knowledge, leadership experience, and a proactive attitude towards enhancing service efficiency. Responsibilities include managing service metrics, inventory oversight, and collaborating with various teams to optimize service delivery.

Benefits

14 Days Annual Leave

1 Day Birthday Leave

Annual outpatient, dental, and optical benefits

Annual salary increment

Performance bonus

Free snacks and drinks

Qualifications

• At least 5 years of experience in an RMA Service role.
• Minimum of 3 years leading the function.
• Strong understanding of technical specifications for televisions and monitors.

Responsibilities

• Work with third-party service providers for onsite service.
• Oversee spare parts inventory management.
• Coach and mentor new hires in product knowledge.

Skills

Technical Support

Data Analysis

Customer Satisfaction

Team Leadership

Education

Bachelor’s Degree in Engineering

Job description

RMA represents Return Merchandise Authorization; it is a brand procedure for returning faulty hardware for repair or replacement. Being a rapidly growing electronics company, we are looking for a candidate who can demonstrate experience in building a strong foundation for our service team in the return/repair process, data management, and technical knowledge management with our customer service team, which constantly provides WOW outcomes to our customers, cementing PRISM+ Australia as the BEST customer-oriented company.

This ambitious self-starter will be the cornerstone of all technical knowledge of PRISM+ products within the team. This individual will work closely with internal and external stakeholders to identify pain points, implement solutions, manage performance standards, and support RMA service operations. The candidate will be considered a key member of PRISM+ Australia and will report to the Country Director Australia.

Responsibilities of the Technical Service Lead include, but are not limited to:

1. Work closely with third-party service providers to ensure seamless onsite service. Manage end-to-end processes, communication, and uphold performance metrics (KPIs).
2. Oversee third-party service provider’s consigned spare parts inventory management to ensure zero downtime in service recovery.
3. Identify opportunities for improving PRISM+ RMA Service operations by monitoring weekly RMA reports, analyzing industry best practices, and sharing findings with management during weekly meetings.
4. Submit factory claims, monitor weekly progress, and report to management.
5. Ensure excellent internal communication with business units, drive customer satisfaction goals, and coordinate with the Customer Service team to achieve ambitious outcomes.
6. Collaborate with the Business Analyst team to assess RMA service performance, conduct data mapping, and provide data analysis for departmental growth. Include additional data tracking for cannibalization and refurbishments weekly, sharing findings with the RMA technical PIC for cost optimization.
7. Coach and mentor new hires in product knowledge and technical support skills, providing solid technical support to assist the customer service team in troubleshooting issues.
8. Conduct monthly stock counts for spare parts, update inbound spare parts at the warehouse portal, and submit spare parts orders for onsite repairs.

Minimum Qualifications:

• Bachelor’s Degree in Engineering or a relevant field.
• At least 5 years of experience in an RMA Service role, with a minimum of 3 years leading the function.
• Proven success in scaling or leading a high-performing service team.
• A driven, positive attitude towards change and growth.
• Willingness to travel.
• Strong understanding of television and monitor technical specifications and product details.

Benefits:

• 14 Days Annual Leave
• 1 Day Birthday Leave
• Annual outpatient, dental, and optical benefits
• Annual salary increment
• Performance bonus
• Free snacks and drinks